Email change is required when the customer wishes to use a different email and when they do not have access to their account and old email. The registered email is important as it can provide access to sensitive information. For that reason, any requests for changing a registered email address are handled by Risk, who will ensure that all the necessary measures have been taken.
However, if there is an obvious typo (not just limited to the domain of the email address), CS 1st Line must correct it and no documents are required. Email can be updated in Jarvis under the "Settings" section. If for some reason CS cannot update it, contact Risk Hotline.
Here are some examples:
Original email: dyllanwheeler@gmail.com
Typos in names that can be corrected:
- dylanwheeler@gmail.com – an “L” is missing on the first name. Note: can be considered a typo if the registered name on the account clearly shows that the customer’s first name is Dyllan.
- dyllanwheler@gmail.com – an “E” is missing on the last name. Note: can be considered a typo if the registered name on the account clearly shows that the customer’s last name is Wheeler.
Typos in domain part: update from @gmai.com to @gmail.com, from @outlok.com to @outlook.com or from @outlook.con to @outlook.com, etc.
Do not disclose the customer’s e-mail address AT ANY POINT. We can help them remember it by providing a hint/the registered domain (Yahoo, Gmail, etc).
NOTE: This process only applies for Real money accounts.
Process for Play money accounts: Mark the account as PermanentlyClosed and advise the customer to create a new account with the new e-mail address
operations@bwin.com
ST: ACCOUNT > EMAIL > Change of email address - Login NOT possible
